Terrance Simmons

ad1pwo@r.postjobfree.com

Cell: 601-***-**** Douglasville, GA 30067 LinkedIn

PROFESSIONAL PROFILE

Experienced senior-level systems professional with a diverse skill set, adept at managing intricate systems, spearheading transformative initiatives, and fortifying network infrastructures across governmental and consultant-based environments. Enhances performance and reliability through a commitment to seamless operations, specializing in supporting multi-location contact centers, and rejuvenating resource utilization efficiency. Leads comprehensive IT projects from inception to execution, demonstrating a track record of successfully driving mitigations, upgrades, and infrastructure optimization. Possesses a strategic blend of business and technical acumen, excelling in troubleshooting complex issues to consistently deliver exceptional client support.

AREAS OF EXPERTISE

Network Administration

IT Project Management

Systems Administration

Information Security & Principles

Education IT Practices & Standards

Helpdesk Services & Support

LAN/WAN Architecture

Networking Fundamentals

Firewall/VPNs

Technical Skills: Microsoft Server 2003, 2008, 2012, & 2019 Admin; VMWare ESXi 4.0, 5.0, 5.1, 5.5, 6.0; vSan & vSphere; Microsoft Azure, Cisco Unified Communications Manager 8.6, 9.1, 10 & 11.5; Cisco Unity 11.5; Cisco Finesse

EDUCATION

Bachelor of Science, Information Technology Minor: Information Security (Networking) – The University of Southern Mississippi, 2008

PROFESSIONAL EXPERIENCE

Internal Revenue Service Chamblee, GA December 2018 – Present

Senior IT Specialist/Consultant

Provide expertise in installing and configuring above base-line software, supporting seamless migrations of software applications; this contributes to a 25% decrease in post-migration issues, ensuring a smooth transition for end-users.

Prioritize and target resolution timeframes for critical IRS server infrastructures, achieving 99.9% uptime; implementing this meticulous approach resulted in enhanced system performance and proper execution of project requirements.

Analyze Level II and Level III issues, offering effective solutions and root cause analyses as a Subject Matter Expert; this approach resulted in a 20% reduction in recurring issues and fostered a more stable and reliable IT environment.

Played a key role in the upgrade and migration of 18 IRS Filing Season critical applications through 7,249 servers from Windows Server 2008 R2 to Windows Server 2012; this accomplishment resulted in a 15% improvement in overall server performance and reliability.

Effectively transitioned 18 critical IRS Filing Season applications from Windows Server 2012 R2 to Windows Server 2019, completing the migration before the end-of-life of Server 2012. This involved utilizing the In-Place Upgrade Process across 9K servers & performed comprehensive analyses to assess the necessity of over 1,500 servers leading to retirement.

Implemented success by upgrading and migrating the UCCE infrastructure (ICM, CVP, CUIC, CCMP, Web Chat, & Call Manager v10.5) in all IRS locations.

Carestream Dental Atlanta, GA November 2020 – June 2023

Cloud and Migration Specialist/Consultant

Significantly improved system efficiency by successfully migrating over 10k users across the United States from on-premises proprietary software to the Microsoft Azure Cloud environment utilizing Citrix as the connection. This unique achievement ensured a smooth technological shift and also lead to a 25% reduction in system downtime and a 15% improvement in overall user satisfaction.

Delivered Level 3 Cloud technical support to medical practices throughout North America, resulting in a notable 20% enhancement in issue resolution times; this implemented uninterrupted data integrity for critical healthcare operations.

Effectively managed Citrix administration for North America user accounts, servers, and updates, resulting in a streamlined and optimized virtual workspace environment that enhanced user productivity and system performance.

Spearheaded complete server builds in the Microsoft Azure Cloud environment for new client offices, ensuring the establishment of robust and scalable IT infrastructure met specific business needs.

ApolloMD Atlanta, GA May 2020 – November 2020

IT Consultant, Contract

Achieved a 15% reduction in system response time, enhancing overall operational efficiency by successfully managing servers and storage, overseeing the migration of a diverse infrastructure that included HP Proliant and Dell Servers.

Configured Storage vMotion, Fault Tolerance, and Disaster Recovery, ensuring the highest level of data integrity and system availability; this meticulous approach resulted in a 25% reduction in data-related incidents, strengthening the overall reliability of critical healthcare data.

Successfully stacked new server and network hardware, upgrading firmware across bare-metal machines, virtual machines, hosts, and clusters; this initiative led to an increase in overall system performance, reducing downtime during peak operational hours.

Internal Revenue Service Chamblee, GA September 2017 – December 2018

Lead UCCE Consultant

Led a team of 10 government contractors to foster collaborative and achieve cohesive project execution; this leadership included morning report briefings for Senior Management and VPs within the IRS leadership, and utilized strategic insights to foster effective communication channels.

Supported Cisco UCCE infrastructure (ICM, CVP, CUIC, CCMP, Web Chat and Call Manager v10.5) in a multi-location contact center.

Served as the Contract Recording/Contact Analytics Application Administrator to ensure the optimal functioning of critical contact center applications were implemented in a timely manner; collaborated problem resolutions by working closely with business and technology counterparts to resolve UCCE issues – which fostered effective cross-functional problem-solving.

Ensured seamless integration of all products within the new forest model for the government, contributing to improved organizational alignment and enhance the skillset of team members by providing training classes focusing on topics such as: Call Traces, Peak Port Utilization Reporting, and Aceyus.

Deployed technical VoIP IOS architecture to support end-to-end VoIP and telework initiatives within UCCE, enhancing communication capabilities and ensuring a swift and effective resolution of critical system challenges.

Implemented timely Tier II Support and successfully resolved tickets correlating hardware phones and software CTIOS phones; acted as Level III Enterprise Reporting to escalate issues to vendors such as AT&T and Verizon.

Hewlett-Packard Enterprises Alpharetta, GA March 2017 – September 2017

Level II Server Engineer & Specialist

Achieved a 12% reduction in response time for high-end System Administrators including clients like Bloomberg, Credit Karma, Apple, AT&T, and Microsoft, by providing efficient Level II support as part of the Mission Critical Team.

Implemented proactive preventive solutions for complex problems on various platforms, resulting in an 8% decrease in the occurrence of critical issues across customer systems including Windows Server 2003-2012, Red Hat Linux, and VMware; this implementation led to improved overall system stability and reduced downtime.

Effectively troubleshot using HPE system tools such as HP Oneview, Virtual Connect, and Intelligent Provisioning; this process was analyzed using logs to provide effective solutions to customer’s issues & providing a root cause or preventive analysis based on the logged information.

Documented all cases and findings in Salesforce and built templates which correlated with the overall business and organization standards to engage in productivity and proper organization.

ClearPoint Credit Solutions Atlanta, GA January 2015– March 2017

Senior Support Analyst

Coordinated third-party maintenance for network hardware, software, and telecommunications services, establishing strategic partnerships and ensuring optimal system performance.

Orchestrated the backend operations of Skype for Business and took charge of Taske Server administration, contributing to the efficient and integrated functioning of the organization’s communication and task management systems.

Built, configured, and maintained all networks and systems to ensure a holistic and seamlessly functioning IT environment and prioritized user satisfaction by answering and evaluating trouble tickets resulting in a 25% increase in user-reported satisfaction with IT support services.

Spearheaded the design and robust support of server systems and associated software, showcasing expertise in virtual/ESX environment administration. Accomplished seamless migration from MS Exchange to o365, demonstrating a keen understanding of Office 365 administration, including the implementation of Skype for Business.

Collaborated with other Systems Administrators to test and rollout new infrastructure technology, proactively identifying and addressing potential issues before full implementation.

Successfully administrated Cisco Unified Communications Manager 9.1 and later upgraded to 10.0 resulting, in a 30% improvement in communication system performance and reliability; implemented a streamlined troubleshooting process that reduced response and repair times for trouble tickets to enhance overall user satisfaction.

Set up Cisco IPT, Jabber, WebEx, and Unity Voicemail. Installed and managed local area network hardware and software, overseeing printers, peripherals, PCs, and desktop telephony devices such as Cisco 8945.

BeavEx Atlanta, GA August 2014– January 2015

Senior Support Analyst, Contract

Delivered comprehensive end-user support for corporate and remote employees, ensuring seamless access to IT services.

Streamlined troubleshooting processes for PC workstation equipment, including desktops, laptops, printers, and mobile devices, resulting in a 10% reduction in issue resolution times YOY and increased overall user productivity

Primary Administrator of the Exchange Server and Citrix XenServer

EbryIT Kennesaw, GA May 2014– August 2014

Upgrade & Installation Technician, Contract

Spearheaded support for Windows Deployment Servers, utilizing Symantec Ghost to image Dell laptops, resulting in an org-wide improvement in imagine efficiency and reducing deployment times.

Identified, researched, and resolved technical problems, ensuring a 12% decrease in recurring issues and contributing to a more stable IT environment.

Configured, deployed, and managed Mac Operating Systems as well as Windows infrastructures and operating systems such as Windows XP, Windows 7 & 8.

Hattiesburg Public School District Hattiesburg, MS August 2008– December 2013

Network System Administrator, Technology Department

Spearheaded the successful build, installation, and support of Windows Server 2003, 2008, and 2012 in both virtual/ESX and physical environments, enhancing overall server performance and system reliability.

Managed diverse projects as a system administrator within the school district, overseeing integrated networks that spanned Microsoft Server versions 2003, 2008, and 2012. Proficiently handled Microsoft Exchange versions 2003 and 2008, as well as Linux systems, demonstrating expertise in configuring and utilizing Active Directory, DHCP, DNS, and Group Policy.

Configured, installed, and managed VOIP using Call Manager 8.6 and Layer 3 switches, resulting in a 15% improvement in call quality and network reliability; configured various routers, switches, and wireless access points to optimize network efficiency.

Adhered to technical guidelines with administering NTFS and Windows Permissions and utilized Symantec Backup Suite for Dell server backups.

Managed all aspects of Exchange, user logon, and data management issues, encompassing security and information security management for approximately 3K users. Regularly provided support for application installation and maintenance.

Achieved virtual server builds in VMware and performed Active Directory attribute updates and changes, contributing to a 20% reduction in system downtime and improved Active Directory data accuracy.

Supported Storage Area Network using Cisco devices; successfully troubleshot connectivity issues at all seven layers of TCP/IP model including Legacy/Citrix application sessions.

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